Better Social Services IBM Social Industry Model

IBM Global Social Segment
August 2008
IBM Social Industry Model
Business Process
Social Component Models Models Social
Business Model Process Models
IBM
Social Social Performance
Social Industry
Functional Model Model
Model
Social Reference Social Data Model
Architecture Technology Information
Models Models
Joseph Fiorentino
Martin Duggan
Brenna Berman
Page 2
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Contents
1. Introduction 4
2. Why do we need an industry model for social services

and social security? 5
2.1 Common challenges facing social organizations
worldwide 6
2.2 SOA can help, but it needs better business definitions 7
3. The IBM Social Industry Model 9

3.1 The evolution of the IBM Social Industry Model 9
3.2 Elements of the IBM Social Industry Model 10
3.2.1 Social Component Business Map 11
3.2.2 Social Functional Model 14
3.2.3 Social Process Models 16
3.2.4 Social Information Models 19
3.2.5 Social Reference Architecture for Service
and Benefi t Delivery 20
3.2.6 Social Business Terms 22
3.3 Tools to support the IBM Social Industry Model 23
3.3.1 IBM Social Industry Model Workbench 23
3.3.2 Component Business Modeling Tool 25
3.3.3 Business Process Modeling Tool 26
3.3.4 Social Software Assessment Tool 27
4. Using the IBM Social Industry Model 28

4.1 Defining strategy and investment prioritization 28
4.2 Determining functional requirements 30
4.3 Optimizing business processes 30
4.4 Application portfolio rationalization 32
4.5 Do you buy or do you build; and, if you buy,
what package meets the functional requirement? 35
4.6 Building flexible and robust SOA-based business
applications 36
5. IBM Solutions for Social Organizations 38

About the authors 39
Page 4
1. Introduction
For 10 years IBM has been exploring the commonalities among social services
and social security organizations and programs in countries around the world
to help us and our partners develop more powerful solutions for the industry.
Through hundreds of projects covering everything from policy and service
delivery strategy to the development and support of business applications, we
have established a deep understanding of the synergies between programs and
across different social systems.
During that time, IBM has also been working on industry models in the
insurance, retail and banking industries. In 2005, the IBM Global Social
Segment established a research project to explore the potential of an “industry
model” for social organizations. In 2007, we started using elements of that
research in our new solutions with clients with great success. We have now
industrialized what we call the IBM Social Industry Model and are making it
available on a wider basis.
This white paper explores industry models and describes the key elements and
characteristics of the IBM Social Industry Model and how it can be used to
help social organizations define and implement their transformation roadmap.
Martin Duggan
IBM Global Social Segment
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2. Why do we need an industry model for social services and

Highlights social security?
Social organizations have a set of common challenges impeding their ability

to deliver services. However, too often, each organization tries to solve those
challenges alone, duplicating investments and making mistakes others have
already made. While there are forums for sharing industry experiences, we
have found little structure in that sharing.
Many people understand that social policies are rarely created anew. They
We believe that the IBM Social are often taken from another country or social system and then modified and
Industry Model can bridge the implemented. So what may look new in a country has often been implemented
business and IT worlds and lead to somewhere else before. If we were able to capture the thinking that went into
more flexible, effective and efficient these practices and then make them available in a re-usable form, it would
social organizations. allow social organizations to implement them faster and more effectively.
If, at the same time, we could combine these leading practices with innovative
business modeling techniques around “componentization” and then align the
result with the latest IT architectural thinking, we would bring together policy,
business and IT in one consolidated approach.
That is the thinking behind the IBM Social Industry Model, which is:
• A structure and framework for describing good1 practices gathered from
leading implementations around the world;
• The latest business modeling techniques; and
• An aligned Service-Oriented Architecture.
In this chapter, we look at two ends of the spectrum – the high-level business
challenges and the promise of increased business flexibility from the IT world
of Service-Oriented Architectures. We believe that the IBM Social Industry
Model can bridge the business and IT worlds to lead ultimately to more
flexible, effective and efficient social organizations.
1
We refrain from using the word “best” practice because, in this industry, there
are often multiple options for implementation that sometimes depend on political
ideals.
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2.1 Common challenges facing social organizations worldwide
Around the world, social organizations face many of the same challenges, and
yet each organization tries to develop its own solutions, answers and policies.
Figure 1 describes the challenges many social organizations face. These are
often pervasive across programs and countries and drive the need to look more
holistically at the problems and the clients than in the past.
Challenges
facing social
organizations
worldwide
Figure 1: Challenges facing social organizations worldwide
These challenges are creating pressures everywhere:

• Programs work in isolation, or even at cross-purposes.
• Introducing new programs takes longer than ever before.
• Citizens, or recipients, are frustrated with service.
• Confidence in government service delivery is eroding.
• Pressure to reduce costs is growing.
• Information technology (IT) systems are constraining the business rather
than enabling it.
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Instead of looking at point solutions for each of the problems, we need to start
Highlights looking at the overall transformation required to become a more flexible and
effective service delivery organization. This is where a structured strategic
modeling approach excels and is the primary role of an industry model
– re-shaping the organization to focus on the business environment and
providing the transition roadmap to solving the business challenges.
An industry model should provide the templates, the content and the strategies
to solve key business problems. It should redefine the organization from the
In the last few years, Service- top down to become more flexible and responsive to change, more effective in
Oriented Architecture (SOA) has achieving outcomes and more efficient in service delivery.
emerged as an effective approach
to building flexible, re-usable and 2.2 SOA can help, but it needs better business definitions
supportable applications.
Depending on whom you talk to, information technology (IT) has been both
the solution and the problem for many of the industry’s challenges. There is no
doubt it has made processing large amounts of information faster and easier,
but many social organizations are now tied up with complex legacy computing
systems that no longer meet their needs or cannot be changed fast enough to
meet the demands of politicians. IT itself has become part of the problem.
There have been a number of attempts by the software industry to better link
business and IT systems, from X/Open and Object-Oriented Programming
standards to common language initiatives such as XML. These were often
attempts to improve inter-operability and re-use of applications. In the last
few years, Service-Oriented Architecture (SOA) has emerged as an effective
approach to building flexible, re-usable and supportable applications.
Adoption of SOA by social organizations is high.2
2
See Blatt and DiMare: "From possibility to actuality: Why social services and
social security organizations are turning to SOA," IBM Institute for Business
Value.
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SOA provides a foundation for building new, and extending old, applications.
SOA is typically based on modeling approaches that enforce good disciplines
on the organization in defining a business-based service model. But it still
requires good business definitions in what is essentially a technical outcome.
Today, many SOA projects are IT driven and lack strong business design,
modeling and leadership. The IBM Social Industry Model fills that gap by
providing the business definitions for SOA implementation.
The IBM Social Industry Model is designed to bridge the gap between
business and IT. It brings together experiences from different programs and
different social systems. It starts at the highest levels of business definition
and logically moves to detailed functional and process specifications.
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3. The IBM Social Industry Model

Highlights
The IBM Social Industry Model is a consistent set of business and system
development models created by IBM to describe the business of a social
organization. It provides a detailed and sophisticated set of industry
content and tools that can be used by organizations to undertake business
transformation projects and better define information technology requirements.
This chapter describes the evolution of the IBM Social Industry Model,
what the Model is, and the tools we have developed to customize it for social
The IBM Social Industry Model organizations.
provides a detailed set of industry
content and tools that can be 3.1 The evolution of the IBM Social Industry Model
used to undertake business
transformation projects and better In 1999, IBM decided to capitalize on the skills and experience it had gained
define information technology in the social services and social security market by forming the IBM Global
requirements. Social Segment as part of its global consulting business. Since then, we
have brought together global insight and successful practices from programs
and countries worldwide to help organizations learn from each other and
implement better solutions while reducing risk and cost for ourselves and the
organizations we serve.
In 2005, IBM established a research project to explore the potential of an

“industry model” for social organizations. Our research found similarities
in social organizations’ approaches to defining high-level processes and
establishing mechanisms to protect against social risks. While there are
differences between the social systems of each country, and while each
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organization has its own unique culture, processes and way of doing business,
Highlights we found the similarities to be compelling. We concluded that many lessons
and experiences can be shared between social organizations within the same
systems and between countries if mechanisms existed to promote that sharing.
In 2007, we started using elements of that research in our new solutions with
Many lessons and experiences clients with great success.
can be shared between social
organizations within the same In 2008, we industrialized the research as the IBM Social Industry Model,
systems and between countries and our intent is to make this available to social organizations through our
if mechanisms exist to promote solutions and our partners.
sharing.
3.2 Elements of the IBM Social Industry Model
The IBM Social Industry Model consists of set of business and system
development models as described in Figure 2.
Business Process
IBM
Social Industry
Model
Models Models
Figure 2: IBM Social Industry Model

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The IBM Social Industry Model comprises:

Highlights
• Social Component Business Map: A way of describing the role of the
organization within the social system of a country;
• Social Functional Model: A description of the functions an organization
must undertake in fulfilling that role;
The Social Component Business • Social Process Models: Process templates that can be used by an
Map presents a social organization organization to describe and design its operations;
in a way that cuts through historical • Social Information Models: Business performance management using
program boundaries to show how social key performance indicators (KPIs) and a Social Data Model;
well the organization’s operational • Social Reference Architecture: A service portfolio and a reference
capabilities are aligned with its architecture that allow the functions and processes to be externalized and
mandate. implemented in business solutions for service and benefit delivery; and
• Tools to allow the Model to be customized and implemented to meet the
needs of the organization.
Each of the components is described below.
3.2.1 Social Component Business Map
The Social Component Business Map presents a social organization in a

way that cuts through historical program boundaries to show how well the
organization’s operational capabilities are aligned with its mandate. The map
can show an entire organization on a single view, and that view can then be
used to analyze any number of critical issues facing the organization. Figure 3
(next page) illustrates a full, generic component map of a social organization.
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Social Program Outreach Relationship Case Program Compliance Business

Policy Development Management Management Financial and Integrity Services
V3.1 2007 Management
Policy Financial
Policy and Policy setting interpretation Service provider Collection strategy Risk universe strategy
strategic and governance and legislation Campaign strategy Service and case
support planning modeling
planning
Partnership Integrated Compliance HR strategy
and community program Client engagement Payment strategy and integrity
engagement development strategy strategy
IT strategy
Program Financial
Case supervision accounting management
Outcome Service provider Performance and
Product design Campaign
Oversight evaluation and planning, budgeting outcome HR
design
and performance and monitoring management Funds management management
Compliance and
accountability analysis Activity integrity control
management
Strategic Product Campaign Provider Appeals Banking IT
reporting administration administration performance arrangements management
Document
management
management
Benefit/service Compliance
Recording, licensing eligibility and Program account and integrity
Analysis and Prospect and contracting calculation reconciliation assessments Financial
forecasting management delivery
Product
Intake registration Benefit/service Collections Risk detection,
implementation
Service planning and prevention and
and capability
delivery Screening and delivery Payments reporting HR delivery
management
referral
Community Marketing and
Performance Debt collection Quality
building advertising
Communications measurement assurance IT delivery
Banking operations Remediation
Figure 3: Social Component Business Map
The Social Component Business Map puts aside organizational considerations

to focus on the truly important “chunks” of the business, each of which
corresponds to a business component. The components represent generally
independent groupings of business activities or functions. The components
are organized into a grid, with the columns categorizing the components into
competency areas and the rows showing the level of accountability for each
component.
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The Social Component Business Map makes transparent the boundaries

Highlights of organizational, program and channel silos so alignment of operational
processes can be seen. Componentization can help eliminate redundancies,
close gaps and improve efficiency and resilience. Once the Model is
implemented, a wide range of opportunities and benefits can be seen in
multiple areas of the organization, such as:
• Strategic Planning – helps prioritize opportunities for optimizing
investment, improving service delivery and integrating or collaborating
The Social Component Business more effectively across program areas.
Map provides a way to achieve a • Structural Transformation – helps structure organizations for increasing
common representation of a social flexibility and stability, extracting value from the organizational model and
organization and a framework that managing cultural transformation.
ensures consistency and linkage • Operational Performance – helps identify efficiency opportunities, reduce
across the business, process, transaction costs, streamline service delivery and create process models.
information and technology models. • Systems Planning – facilitates development of an overall IT strategy that
unlocks the value of existing investments, builds flexibility and stability,
integrates multiple solutions, optimizes IT oversight and assesses the
applications portfolio.
The Social Component Business Map has incorporated the experience of

many transformation projects so that it can facilitate organizational and
structural change. We have designed it leveraging common separation
of duties and common inter-organizational operating models3 so that,
by following the componentization down into functions, processes and
ultimately IT, it truly enables flexibility at the highest level. We have designed
in most political and government reorganization changes so that, should a
change occur, organizations that have implemented the Model will be able
quickly to incorporate that change throughout their business.
3
Inter-organizational operating models might include "Not-for-profits," separate
appeals organizations, policy and service delivery separation, private sector
operation and others.
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The component business map is at the heart of the IBM Social Industry
Model, providing both a way to achieve a common representation of a social
organization and a framework that ensures consistency and linkage across the
business, process, information and technology models.
3.2.2 Social Functional Model
The Social Functional Model contains a functional decomposition of the

business of social services and social security. It defines more than 1,000
cohesive business functions, grouped by the business components defined
in the Social Component Business Map. Table 1 illustrates a sample of the
business functions supporting the Screening and Referral component.4
Table 1. Business Function Definition: Screening and Referral

Level Name Description
Component Screening and The review of client information against a series of services and benefits
referral to determine what is believed to be an appropriate bundle to meet the
client needs. This is typically at a stage before a formal case is opened.
It may lead to a case being opened but may also lead to referring or
signposting the potential client to a different organization for the needs
to be addressed. The component, therefore, includes maintenance of
resource directories; the processes for making referrals and following
up; and operation of the screening processes based on a needs
assessment and eligibility review.
Function Screen recipient Ask the recipient a series of questions to determine his/her needs in
needs order to determine the programs/products that he or she might be
eligible for. The function allows the user to locate services/resources by
selecting from a list of predefined needs categories and subcategories.
It provides questions to aid the user in selecting the appropriate
categories based on needs.
Function Screen for Apply a set of business rules to available recipient information to assess
potential potential eligibility for programs, benefits and services. The function
eligibility runs business rules for various programs/products to determine if the
recipient is potentially eligible for one or more of them.
4
There are some 30 functions defined in the Social Functional Model for the
Screening and Referral Component. These are shown for illustrative purposes.
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The Social Functional Model is based around two dimensions:

Highlights • Functions are defined in a cross-program manner.
• Program-Specific Functions – where program-specific functionality is
required, this is included in a program-specific representation.
The Social Functional Model helps organizations foster collaboration across

programs and between business and IT by using a common vocabulary for the
The Social Functional Model is entire organization.
the starting template for defining
core business requirements and In addition to defining the functional view of a social organization, IBM has
is a static representation of the started cross-referencing the Social Functional Model against major software
business, or “what” the organization products available in the marketplace. The functional scoring shows how well
needs to be able to do to meet its different vendors implement that function in their packages and maps as
mandate. either:
• Standard functionality in product;
• Feature can be supported by complex configuration;
• Requires a third-party solution;
• Custom programming required; and
• Feature cannot be accommodated.
How this vendor mapping is used is described in Chapter 4.5.
The Social Functional Model is the starting template for defining core business
requirements and can be viewed as a static representation of the business, or
“what” the organization needs to be able to do to meet its mandate.
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3.2.3 Social Process Models
The Social Process Models contain business processes for social services
and social security organizations. The processes are mapped to the relevant
components of the Social Component Business Map and link to the functions
defined in the Social Functions Model so there is an interconnected and
consistent framework supporting the principles of componentization
incorporated into the overall IBM Social Industry Model. Figure 4 describes
the high-level framework for the Social Process Models.
Verify & Eligibility & Manage Evaluate

Intake Assess Calculation Case Outcome
Registration Service Provider Recruitment and Management
Tax and Contribution
Manage Appeals
Financial Management
Compliance and Integrity
Figure 4: Social Process Models
The Social Process Models include more than 100 industry-based business
processes that address areas such as:
• Registration: The processes for either joining a social organization, or being
accepted as a legitimate claimant. The required action may be as simple as
making a contribution through a person’s employer or as complex as a multi-
program registration form.
• Intake: The processes for applying for a benefit or service. This includes
screening and referral processes for reviewing client information against
a series of services and benefits to determine what is believed to be an
appropriate “bundle” to meet the client's needs. It also includes processes for
connecting a client, provider or partner with another product or provider that
helps meet the client’s needs.
• Verification and Assessment: The processes for verifying evidence and
providing an assessment of whether or not an applicant is entitled to the
requested benefit or service.
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• Eligibility and Calculation: The processes for determining a client’s

Highlights eligibility for benefits or services under program or organizational policy, and
determining the amount of those benefits or services. It also includes the
processes for authorizing payment for services and/or benefits.
• Manage Case: The processes for selecting the benefits and services offered
to clients, for identifying the providers of those benefits and services, and for
establishing a plan to monitor the client’s progress in achieving program and
Over 100 process models are outcome goals.
included. • Evaluate Outcome: The processes for collecting information about the
achievement of individual and program outcomes as well as collecting
information about the efficiency and responsiveness of the services and
benefits used in achieving those outcomes.
• Tax and Contributions: The processes for issuing statements of liability and
collecting funds owed to the organization, whether taxes, contributions or
debts.
• Financial Management: The process by which an organization collects
and allocates its funding or receivables. This could include insurance
contributions, debts such as overpayment recoveries and/or student loans,
and program payments. It could also include the allocation and management
of collected funds and financial pools.
• Manage Appeals: The processes for tracking the status of appeals as they
move through the organization, including their eventual resolution and the
required follow-up activity.
• Evaluate and Manage Service Providers: The processes for making contacts
with potential service providers to carry out a formal process of evaluation
and to accredit and contract with service providers. It also includes processes
for establishing performance-level agreements and ongoing analysis of
service monitoring data to evaluate service provider performance.
• Compliance and Integrity: The processes for ensuring that the organization
follows applicable laws, regulations, policies, procedures and sound
business practices, and to identify, mitigate and manage the organization’s
exposure to risk.
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Like the Social Functional Model, the Social Process Models are defined
primarily as cross-program processes with some program specific areas
identified. Our aim is to build the processes across programs as often
as possible without detracting from the Model’s usefulness to individual
programs. For some programs, we have included a program-specific guide that
assists use of the Model in specific areas.
The Social Process Models help get re-design projects off to a quick start
because the pre-analyzed processes are populated with the content required
to describe social organizations’ operations. An organization not only can
compare its own business processes to successful practices, but also can
understand how to optimize its processes to support the organization’s
mandate.
IBM created the Social Process Models to align to the business functions in the
Social Functional Model. In the same way the Social Functional Model defines
the “what” an organization needs to be able to do, the Social Process Models
define the “how” an organization undertakes its mandate. This link between
the static view of the Social Component Business Map and its underlying
business functions on one hand and the dynamic view of the business
processes on the other helps organizations fully define their business model.
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3.2.4 Social Information Models

Highlights
Within the IBM Social Industry Model there are two Social Information
Models being developed to provide an overall reference for data in the
organization.
1. The Social Performance Model is based on a component-by-component

definition of KPIs that social organizations can use to evaluate their
The Social Performance Model will performance against their mandate and strategy.
allow organizations to define KPIs. 2. The Social Data Model will depict a high-level model of the main data
entities needed to support an integrated service delivery approach that
revolves around the citizen or recipient, along with known listings of the
attributes associated with the entities in the data design.
The core content in the Models is already being used by IBM consultants.
However, given IBM’s recent acquisitions, we are taking the opportunity to
evaluate further integration possibilities. We expect to release the Social
Performance Model and Social Data Model in 2009.
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3.2.5 Social Reference Architecture for Service and Benefit Delivery
The Social Reference Architecture provides a set of architecture patterns and

models for implementing the business design. Figure 5 provides a high-level
view of the Social Reference Architecture and focuses on the core service
delivery environment.
Business Channels Services Enterprise Information

Participants Systems
Process Visibility
Packaged Components
Services Services
Contact
Forms /
Center
Fax Assessment Customer Applications
Clients Intake
Report Legacy Appeal
Systems System
Browser
Referral
Registration Financial
HR Systems System
E-mail Self- Vendor Fraud
Case
Workers service Optimization Management Management
View Claims
Workplace Services
Directory
Phone Server
Deliver
PDA Determine Service Plan
Eligibility
Service Referral
Providers Text Calculate
Message Case Entitlement
Workers
Analytics
Workplace
Informational
Referral Services
Employer Electronic Business Deliver

Gateway Service Plan Operational
Deliver
Service Plan Data
Referral
Integration (ESB)
Interaction Process Technical Access Information

Services Services Services Services Services
Employer
Business Provider
Systems Systems Infrastructure & Rules Industry
Security
Management Technology System Fabric
Figure 5: Social Reference Architecture

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1. Participants and Channels: This provides the link between the users of the
Highlights application and the system itself, through one or more channels.
2. Services: The services layer contains the series of business-related services

(Business Application Services) and technical services that are used to
enable the business functions of the organization.
Conceptual elements of the Social
Reference Architecture: 3. Enterprise Information Systems: The Enterprise Information System
• Participants and Channels contains the applications that can be used to build new business logic,
• Services including packaged applications, customer applications, and legacy systems.
• Enterprise Information Systems
• The Enterprise Service 4. The Enterprise Service: As the core component for integrating key solution
• The Technical Services Layer components and services of all kinds, it enables and formalizes integration,
• The Infrastructure Layer routing and interactions in a uniform manner.
5. The Technical Services Layer: This contains the technical components

needed to run the system and to use the business application services in a
secure, reliable and efficient way.
6. The Infrastructure Layer: Additional applications and services that are used
across the business processes.
A more flexible business requires more flexible IT environments. The Social

Reference Architecture, which is fully SOA enabled, provides the in-depth
guidance to move from the business models defined in the IBM Social
Industry Model, to the service model required by a SOA solution design.
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To support the Social Reference Architecture, IBM has developed a number

of artifacts to link the business definition and underlying technology platform
and to provide a reference for designing SOA-based business applications. The
following artifacts are available:
• SOA Service Model: Provides a set of candidate services to support SOA-
based business applications;
• Architectural Decisions: Document important decisions about any aspect of
the architecture;
• Architecture Overview Diagram: Graphically represents the governing ideas
and candidate building blocks for SOA-based business applications;
• Nonfunctional Requirements: Document major operational and
nonfunctional requirements of SOA-based business applications;
• Principles, Policies and Guidelines: Define the underlying general rules and
guidelines that an organization can use to utilize and deploy all business and
IT resources and assets across the enterprise;
• Standards: Detail pre-determined standards for SOA-based business
applications for both the business and the information technology
environment; and
• Test Strategy: Defines the test strategy for SOA-based business applications.
The strategy document defines common terminology and approaches for
testing the integration of various assets and the overall behavior of the
solution.
Those artifacts, along with the Model’s tools (See 3.3), enable the definition
of an SOA that is much more likely to produce a truly reusable service-based
infrastructure for a social organization.
3.2.6 Social Business Terms
Clearly defined business terms improve standardization within a company.

The more than 100 entries in the Social Business Terms list are grouped in
domains and mapped to the Social Industry Model, providing an easy entry
point into the models. Many of the entries include synonyms so people can use
the terms with which they are most familiar.
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3.3 Tools to support the IBM Social Industry Model

Highlights
In order to use the IBM Social Industry Model in an organization, it will need
to be tailored and customized to the needs of that organization. There are few
organizations in the world that undertake all of the components described in
the Social Component Business Map, and even they may not cover the entire
The IBM Social Industry Model scope defined in the Social Functional and Social Process Models. The tools5
is delivered electronically and in the IBM Social Industry Model support its customization to meet the needs
includes the IBM Social Industry of each social organization.
Model Workbench (for accessing,
managing and viewing the Model) The Model is delivered electronically and includes the IBM Social Industry
and IBM modeling software (for Model Workbench – for accessing, managing and viewing the Model – and IBM
customizing the Model’s content). modeling software for customizing the Model’s content.
3.3.1 IBM Social Industry Model Workbench
The IBM Social Industry Model includes different models for different
purposes, a feature referred to as “separation of concerns.” This allows the
different models to be more efficiently tailored to tackle different problems. In
order to maintain cohesion and consistency among all the models, it is critical
to define a traceability path between models so that changes in one model are
reflected in the others.
The IBM Social Industry Model addresses this problem by defining all the
models in a common, relational repository where they are mapped to each
other. This repository is called the IBM Social Industry Model Workbench and
is illustrated in Figure 6. The Workbench is a Web-based application that is
used as the common repository for publishing all the models that make up the
IBM Social Industry Model, and it ensures traceability across models and the
re-use of definitions.
5
The IBM Social Industry Model can be delivered and used without the tools if
required.
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Business Process
IBM
Social Industry
Model
Models Models
Figure 6: IBM Social Industry Model Workbench
Maintaining all the models in one comprehensive, relational repository

provides consistency and significant savings in maintenance time. Users can
easily extract information from the models through queries. Traceability from
“end-to-end” – from Social Component Business Map to the Social Process
Models, and vice versa – increases the efficiency of change management
because less time is needed to check that each change is fully reflected
throughout the tool as it is used to support a transformation.
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3.3.2 Component Business Modeling Tool
The Component Business Modeling (CBM) Tool, depicted in Figure 7, provides

a means for accessing and manipulating the Social Component Business
Map and its underlying business functions easily and flexibly. It provides the
foundational tool to tailor the IBM Social Industry Model to illustrate a social
organization’s business operations in components containing similar activities.
Figure 7: Component Business Modeling Tool

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The CBM tool connects to other business modeling tools that are used
Highlights to modify the IBM Social Industry Model content, such as the process
and technology templates enabling a social organization to associate its
organizational processes with its business strategy.
3.3.3 Business Process Modeling Tool
The business process diagrams that make up the Social Process Models
The Social Process Models are fully can be accessed and viewed in the IBM Social Industry Model Workbench.
implemented in IBM WebSphere However, a business process modeling tool is required when tailoring the
Business Modeler, which provides models to reflect the unique requirements and specific business rules of
the ability to integrate details of the individual organizations. In the IBM Social Industry Model Workbench, we
future state into a single repository have chosen to document the processes separately from the process modeling
and to represent that future in tools to allow organizations flexibility in choosing the right process tool for
visual tools. their needs.
The Social Process Models are fully implemented in IBM WebSphere®

Business Modeler. This tool provides the ability to integrate details of the
future state into a single repository and to represent that future in visual
tools. It also provides reports that facilitate communication of the business
process. It has the added benefit of visually simulating processes, and then
automating their implementation through connections to enterprise software.
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3.3.4 Social Software Assessment Tool
The Social Software Assessment Tool provides organizations with an industry-

based business functions mapping tool to determine functional requirements
and then test how well legacy applications and solutions in the marketplace
meet those functional requirements. The tool is currently in development and
scheduled to be released in early 2009. It includes:
• A database containing the Social Functional Model that can be customized
to document business functional requirements;
• A mapping of leading software vendors to each function, and a five-level
grading of the solution’s ability to support the functions;
• A reporting tool to document how marketplace software can meet the social
organization’s functional requirements; the user can view these results based
on overall capabilities or at a more granular level by business component,
function set or priority; and
• The ability to map and score legacy functions to the Social Functions Model
to determine how well the existing application supports future needs; this
leads to architectural design decisions about whether the legacy system has
functions that can be retained in an overall solution.
The Social Software Assessment Tool is designed to assist with “buy” versus
“build” decisions. It provides the functional assessment capability in that
decision, but does not address areas such as non-functional requirements,
strategic sourcing decisions or pricing considerations.
Page 28
4. Using the IBM Social Industry Model

Highlights
The IBM Social Industry Model provides rich business content for all stages of
business design and system development projects. It is a resource to:
• Define overall service delivery strategy and investment prioritization;
• Determine functional requirements;
The content of the IBM Social • Optimize business processes;
Industry Model is regularly validated • Rationalize application portfolios;
and enriched by social services • Help decide whether to “buy” or “build” software and, if “buy”, develop a
experts. functional comparison of products; and
• Deliver a design point for an organization’s SOA strategy and solution
implementation.
The content of the IBM Social Industry Model is regularly validated and
enriched by social services experts. It is designed to be readily accessible to
business users. This chapter describes how the IBM Social Industry Model can
be used to help define and build flexible and dynamic social organizations.
4.1 Defining strategy and investment prioritization
The Social Component Business Map is customized to create an easily

understood representation of a social organization. This can then be used
to help define the organizational strategy and investment prioritization.
Using the Social Component Business Map, organizations can map out their
transformation roadmap and communicate their plans to stakeholders.
The first step is to evaluate each business component and rate the importance
to the organization. The second step is to evaluate the capability of the
organization to deliver the business component. The resultant mapping shown
in Figure 8 is known as a “heat map” and can be used to direct investment
prioritization.
Page 29

Policy Financial
planning
IT strategy
Case supervision Program Financial

accounting management
Outcome Service provider Performance and
Oversight evaluation and planning, budgeting outcome HR
design
Compliance and
management
Strategic Product Campaign Provider Appeals Banking IT management
reporting administration administration performance arrangements
Document
management
management
Analysis and Prospect and contracting calculation reconciliation assessments Financial
forecasting management delivery
Product
implementation
and capability
management
referral
Figure 8: Social Component Business Heat Map
In the example illustrated in Figure 8, the colored areas are areas of priority.
The green areas are where current capability is rated as good. The yellow
is where incremental improvements are required. The red is where major
investments or acquisitions are required.
Page 30
There are many other strategic uses for the Social Component Model. IBM
Highlights has used it to help social organizations undertake mergers by aligning people,
functions and resources from both organizations into a new organization. We
have used it to create organizational models, and we have used it to help with
the strategic alignment of business and IT.
The Social Component Business
Map provides the “straw man” that The Social Component Business Map provides the “straw man” that enables
enables an organization to quickly an organization to quickly define itself in discrete components to help define
define itself in discrete components strategy and investment prioritization.
to help define strategy and
investment prioritization. 4.2 Determining functional requirements
The Social Component Business Map and Social Functional Model provide a
basis for rapidly and accurately defining business requirements.
The Social Functional Model gives an organization a starting template of

over 1,000 functional definitions. By selecting the appropriate functions, a
functional specification can be developed for application software developers
or internal or external providers to implement.
These modified functional requirements can be used for many purposes. They
can form the basis of an application specification or vendor comparison. They
can be used for procurement scoring and even for detailed organizational
design.
4.3 Optimizing business processes
Social organizations have traditionally evolved their processes over many years
into what is often a complex interwoven environment. Changing processes
is complicated and usually involves changes in business, people and IT.
IBM has developed the Social Process Models to assist in this complex area
because moving to new optimized business processes is a key feature of all
transformation projects.
Page 31
In many cases, there are variations in the business processes, depending

Highlights on the program area. For example, the intake process involves applying for
benefits and services. In some systems this can be as simple as requesting
permission to see a doctor, or as complex as determining which series of
benefits a person should be applying for. The Social Process Model identifies
the segment(s) of the industry to which the process diagram may apply,
Optimizing business processes facilitating the use of the process diagrams in program-specific and cross-
involves assessing the current program initiatives.
“as-is” state and designing the
future “to-be” processes. In most cases, the optimizing business processes involves:
1. Scoping and assessing the current “as-is” state; and

2. Designing the future “to-be” processes.
The IBM Social Industry Model can help with both these stages. In the “as-is”
analysis stage, the Social Component Business Map and Social Process Model
enable a team to identify the scope of the business areas being assessed,
within a program and across program areas. Then the Social Industry
Model Workbench is used to download the process templates associated
with the business areas so they can be used in assessing the processes and
organizational components of the existing delivery processes. This identifies
opportunities for improvement and innovation and determines the design
parameters for the new processes.
In the “to-be” stage, the focus is on designing the service-delivery processes

required for the future state. The Model’s process templates are used as a
starting point for developing and documenting the future-state model.
Page 32
Utilizing the IBM Social Industry Model’s comprehensive list of pre-defined

Highlights process templates in both stages of the process redesign effort can yield
significant benefits by:
• Ensuring the process analysis is performed from an enterprise-wide
perspective; the resulting processes are not biased by the concerns of a
particular program, organization unit, or delivery channel;
• Providing a framework to spur innovation in the organization by using
process models that are based on successful practices in social organizations
worldwide; and
To help rationalize applications, the • Supporting communication and more efficient development by using a
IBM Social Industry Model includes framework that defines a consistent structure and naming convention.
tools and content to assess
applications that an organization The IBM Social Industry Model is designed to enable optimized business
wants to extend or change. process models.
4.4 Application portfolio rationalization
Social organizations are usually saddled with disparate production applications

that are often written in obsolete languages and access historically designed
database systems. These applications may have undergone years of
maintenance and enhancements that have reduced modularity and increased
complexity. Usually, these efforts have introduced multiple linkages and
dependencies between applications, making the process of change more error-
prone and costly. With organizational evolution we also often find multiple
applications undertaking identical or similar functions.
Page 33
The IBM Social Industry Model includes tools and content to facilitate the
Highlights assessment of applications that an organization wants to extend or change.
The business processes, activities and functions contained in the IBM Social
Industry Model represent the functional requirements of social systems.
By overlaying the functional requirements onto the existing systems, an
The Model contains tools and organization can determine:
content to assess existing • Gaps: No system exists, the system lacks key functionality, or it is poorly
applications. designed;
• Duplication: Multiple systems compete for the same functionality; and
• Overextension: A system designed to support one function is extended to
help support others for which it may not have appropriate capabilities.
In this approach, the initial step uses the Social Component Business Map
and the Social Functional Model as a reference point to develop a functional
requirements table for each of the selected components. Once complete,
current functionality of the selected production applications is mapped and
it becomes possible to see the resultant mapping on the Social Business
Component map as illustrated in Figure 9.
This relatively simple illustration in Figure 9 shows that a number of high-

priority red components are not covered by either of the two IT systems
(i.e., there is a gap), while there is overlap and duplication in the provider
performance management, document management and appeals components.
It also shows that IT System 1 has some functions in campaign administration,
but not enough to support the component as a whole, i.e., it is over-extended.
Page 34
Over-extension Duplication Gaps

Policy Financial
planning
IT strategy
Case supervision Program Financial

accounting management
Oversight
Outcome
Service provider
e m 1
Performance and
t
evaluation and planning, budgeting outcome HR
Sys
design
Compliance and
IT
management
Strategic Product Campaign Provider Appeals Banking IT
reporting administration administration performance arrangements management
Document
management
management
Analysis and Prospect and contracting
e m 2 calculation reconciliation assessments Financial

forecasting
Product
management
Sys t delivery
IT
implementation
and capability
management
referral
Figure 9: Application Portfolio Rationalization

Page 35
This analysis would be used to re-align IT system usage so that it is more clearly
Highlights aligned with the business components, without duplication, over-extensions or
gaps. This analysis technique is particularly appropriate when looking across
program-based IT systems and looking for cross-program leverage.
4.5 Do you buy or do you build; if you buy, what package meets the functional
requirement?
A key decision that social organizations make when implementing new

business systems is whether to buy or build the new application. While many
factors go into this decision, a key element is the functional match to the
We have enabled the IBM Social business requirements. As a major systems integrator that both builds custom
Industry Model to functionally applications and implements many industry software packages, IBM has
assess software packages and enabled the IBM Social Industry Model to assist with the functional part of
legacy applications. deciding whether to buy or build.
For organizations interested in a buy option, the Social Functional Model

and Social Software Assessment Tool allow them to build their requirements
catalogue and test the readiness of the software market. Major vendors are
already included in the tooling, and other vendors can be added by the team
performing the analysis.
Page 36
Of course, there are always non-functional elements to consider in choosing

Highlights how to implement business applications. Organizations need to consider:
• Strategic independence and the need to retain full development capabilities;
• Existing development skills and people capacity;
• Performance and scalability considerations;
• Architectural considerations;
• Legacy inter-operability; and
• Commercial risk.
The IBM Social Industry Model is designed to cover functional considerations

in the buy versus build decision.
The IBM Social Industry Model 4.6 Building flexible and robust SOA-based business applications
provides a structured set of
foundation models that act as a Every social organization, and possibly each project, will have a distinct set
business layer for an SOA. of technology challenges relating to its target operating environment. These
challenges range from the limitations of existing systems and infrastructure
to the requirements of the selected solution architecture. Many organizations
are looking at Service-Oriented Architecture (SOA) as a design approach to
simplify a complex environment and/or extend legacy applications.
The IBM Social Industry Model provides a structured set of foundation

models that act as a business layer for an SOA. It enables the identification,
analysis and design of requirements-based solutions, irrespective of the target
environment or modeling technique used.
Page 37
The IBM Social Industry Model provides an input to the analysis and design
phase for SOA-based legacy transformation, custom development and/or
package implementation. The Social Component Business Map provides
a strong starting point for developing a common representation of a social
organization’s business architecture, and the Social Reference Architecture
provides sample artifacts to support the creation of a target Service Model.
This exact design approach will vary by the SOA modeling techniques used.
The IBM Social Industry Model is designed to be independent of those
techniques. What it provides is the business design framework for SOA-based
applications.
Page 38
5. IBM Solutions for Social Organizations

Highlights
IBM has a long, distinguished record working with many social organizations
around the world, and that experience has directly influenced the development
of the IBM Social Industry Solutions portfolio. IBM Social Industry Solutions
combine our unique insight into social organizations with leading strategic
consulting skills and unparalleled technical assets. The solutions are designed
to meet the needs of organizations today and to help prepare for the challenges
organizations will face tomorrow.
Together, IBM Social Industry
Solutions and the IBM Social The solution portfolio includes a range of offerings to support social
Industry Model give social organizations during all phases of their modernization efforts and leverages the
organizations all of the tools and complete strength of IBM. The offerings are targeted to help organizations:
techniques as well as support and • Develop Strategies to Improve Service Delivery: leveraging innovation
flexibility they need to take on any and global experience to help social organizations define where they want to
modernization initiative. go in the future, what outcomes they want to achieve and how they want to
interact with their clients;
• Build Future Business Models and Processes: using the IBM
Social Industry Model to define the best business model to achieve an
organization’s goals, to define the processes to support that new business
model and to establish the transition plan to drive adoption of new models
across employees, programs and partners; and,
• Implement Solutions to Support Your Business: applying leading industry
software to implement technologies that support an organization’s business
goals, including integrated case management solutions, legacy transformation
solutions and strategic software solutions, such as document management
and business intelligence, which enhance an organization’s service delivery
capabilities.
Together, IBM Social Industry Solutions and the IBM Social Industry Model
give social organizations all of the tools and techniques as well as support
and flexibility they need to take on any modernization initiative. Further
information about IBM Social Industry Solutions and the IBM Social Industry
Model can be found at the IBM Global Social Segment Website at:
http://www.ibm.com/government/social
Page 39
About the authors
Joseph Fiorentino, IBM Social Industry Model Manager

Joseph has extensive consulting experience in business modelling and process
redesign, originally in the insurance industry and more recently working with
social organizations. He has in-depth experience in the area of case- and
claims-management solutions and is a recognized expert in IBM’s Component
Business Modelling Methodology. Joseph has led the development of the IBM
Social Industry Model.
Martin Duggan, IBM Global Social Segment Business Development Executive

Martin has worked with social organizations for over 18 years, undertaking
major business implementations and consulting engagements in the US, UK,
Canada, Australia and many other countries. He was one of the founders of
IBM’s global focus on Social Services and initiated the research project and
investments that consolidated IBM’s experience and thought leadership into
the IBM Social Industry Model.
Brenna Berman, IBM Global Social Segment Solutions Manager

Brenna has led the implementation of both business and technical solutions
for social organizations in the US, Canada and South America for the past
decade. She is an expert in the definition and adoption of outcome-driven
business models in government organizations. As a member of IBM’s Global
Social Segment, she manages both the IBM solution portfolio for social
organizations and IBM’s growing investment in the IBM Social Industry Model
and the solutions that support it.
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IBM Global Social Segment

IBM Social Industry Model

2. Why do we need an industry model for social services

3. The IBM Social Industry Model 9

4. Using the IBM Social Industry Model 28

5. IBM Solutions for Social Organizations 38

2. Why do we need an industry model for social services and

Social organizations have a set of common challenges impeding their ability

2.1 Common challenges facing social organizations worldwide

Figure 1: Challenges facing social organizations worldwide

These challenges are creating pressures everywhere:

3. The IBM Social Industry Model

In 2005, IBM established a research project to explore the potential of an

Figure 2: IBM Social Industry Model

The IBM Social Industry Model comprises:

Each of the components is described below.

3.2.1 Social Component Business Map

The Social Component Business Map presents a social organization in a

Social Program Outreach Relationship Case Program Compliance Business

Figure 3: Social Component Business Map

The Social Component Business Map puts aside organizational considerations

The Social Component Business Map makes transparent the boundaries

The Social Component Business Map has incorporated the experience of

3.2.2 Social Functional Model

The Social Functional Model contains a functional decomposition of the

Table 1. Business Function Definition: Screening and Referral

The Social Functional Model is based around two dimensions:

The Social Functional Model helps organizations foster collaboration across

How this vendor mapping is used is described in Chapter 4.5.

3.2.3 Social Process Models

Verify & Eligibility & Manage Evaluate

Registration Service Provider Recruitment and Management

Tax and Contribution

Compliance and Integrity

Figure 4: Social Process Models

• Eligibility and Calculation: The processes for determining a client’s

3.2.4 Social Information Models

1. The Social Performance Model is based on a component-by-component

3.2.5 Social Reference Architecture for Service and Benefit Delivery

The Social Reference Architecture provides a set of architecture patterns and

Business Channels Services Enterprise Information

Employer Electronic Business Deliver

Interaction Process Technical Access Information

Figure 5: Social Reference Architecture

2. Services: The services layer contains the series of business-related services

5. The Technical Services Layer: This contains the technical components

A more flexible business requires more flexible IT environments. The Social

To support the Social Reference Architecture, IBM has developed a number

3.2.6 Social Business Terms

Clearly defined business terms improve standardization within a company.

3.3 Tools to support the IBM Social Industry Model

3.3.1 IBM Social Industry Model Workbench

Figure 6: IBM Social Industry Model Workbench

Maintaining all the models in one comprehensive, relational repository

3.3.2 Component Business Modeling Tool

The Component Business Modeling (CBM) Tool, depicted in Figure 7, provides

Figure 7: Component Business Modeling Tool

3.3.3 Business Process Modeling Tool

The Social Process Models are fully implemented in IBM WebSphere®

3.3.4 Social Software Assessment Tool

The Social Software Assessment Tool provides organizations with an industry-

4. Using the IBM Social Industry Model

4.1 Defining strategy and investment prioritization

The Social Component Business Map is customized to create an easily